Associate Operations Engineer - 2nd Shift

Company Description

Who We Are 

Burwood Group is not your average technology consulting firm. We are an innovative, culture-driven industry leader, that helps companies use and manage technology to transform business and improve outcomes. Founded in 1997, headquartered in Oak Brook, IL, we've grown to be a 200+ employee firm with team members spread from Southern California to North Carolina. 

Burwood fosters an employee ownership culture that applauds both teamwork and personal growth. We’ve cultivated an incredible team of people who are dedicated to their craft and passionate about using their skills to impact the success of the company. Join our team and build a career as unique as you are. 

Job Description

What You'll Do

This role will also give you the opportunity to get hands on with the latest infrastructure and cloud technologies, including Unified Communications, LAN/WAN, Cloud, security, wireless, and more. The Burwood Managed Services (BMS) Operations Team is constantly raising the bar for great customer support and service and we pride ourselves in hiring people who share the same passion for outstanding customer service. 

Your day-to-day responsibilities will include: 

• Directly answering customer inquiries by phone, email, or ticket 
• Working directly with customers to resolve issues relating to most common infrastructure technologies, including Network (WAN, LAN, Wireless), Unified Communications (UC) suite, Microsoft, Citrix, etc. 
• Monitoring and responding to active events in an urgent matter 
• Ensuring tickets are addressed and brought to resolution within specified SLAs 
• Writing knowledge base and runbook articles for the BMS Operations team and our customers 
• Providing feedback on operations process for continuous improvement 

In addition to the day-to-day responsibilities, you will have the chance to participate in planning, designing, and engineering services to implement changes to client infrastructure to better and more quickly resolve technical issues. 

Qualifications

Who You Are

• You enjoy the challenge of problem solving in a technical environment 
• You have a passion for customer service and doing the right thing for the customer at all times 
• You have advanced customer service skills/soft skills and experience in handling customer relations 
• You maintain a professional demeanor and have excellent communication skills whether that be in-person, over-the-phone or e-mail. 
• You pay strict attention to detail in all that you do to ensure minimal risk to the environment. 
• You enjoy working flexible hours, working when it is necessary and taking the time off you need to ensure you’re always at the top of your game. 
• You take responsibility and are accountable for your work. 
• You love to be part of something bigger than you and work to see the team succeed above all.  
• You are motivated to learn and grow in your career and can adapt to change or business needs 

The Tech Stuff

• One industry accepted associate level certification such as Network+ or CCNA or comparable experience or ability to obtain certification within 6 months of hire.  
• Basic level networking, including subnetting, basic routing protocols, & LAN, WiFi 
• Basic understanding of security and the roles that it plays in an organization 
• Basic understanding of data center technologies and virtualization 
• Able to perform basic Windows & Linux Server administrative tasks 
• Conversational knowledge of other data center technologies such as Citrix, Load Balancers, etc. 
• Direct experience working in IT Service Management, Managed Service Provider, or ISP 

Additional Information

The Perks 

If you ask any of our employees here at Burwood “what we love”, the top answer is always the same: our culture. Our employees are driven, innovative, fun-loving, and always willing to help. In addition to that, Burwood also offers some fantastic benefits:

• 401(k) and Roth 401(k) savings plan, complete with a company match 
• Generous vacation policy 
• Health, dental and vision insurance 
• Life and accident insurance 
• Short and Long Term Disability coverage  
• Flexible work-from-home policy 
• Flexible spending accounts for pre-tax healthcare and transit/parking expenses 
• Access to financial planning expertise 

Our commitment to Diversity & Inclusion

We are not intent on being the largest company; but rather, the best. These are the words we live by. This means we welcome all the best talent - regardless of gender, race, ethnicity, sexual orientation, disability, religion, and age. 

Being open to all cultural backgrounds, life experiences, thoughts and ideas not only strengthens company culture but also encourages different-in-kind thinking and promotes economic success.